Customer Success Manager

At Telstra Health we believe health technology has the potential to be the great enabler for transforming the way healthcare is delivered. With the backing of our parent company Telstra, we're all about combining technology and innovation to deliver significant, scalable solutions for improving patient and clinician experiences and health outcomes.Join us in digitising healthcare!What's the opportunity?The Customer Success Manager (CSM) has a pivotal role in ensuring the satisfaction, retention of and growth of new and existing customers. As a trusted advisor, the CSM will build strong relationships with customers, understand their business objectives, and provide strategic guidance to help them achieve their goals. The role requires collaboration across multiple functions to deliver an outstanding customer experience, contributing to improved digital health experiences for all.About the role:By influencing stakeholder attitudes, decisions, and actions for mutual benefit, the Customer Success Manager will aid Telstra Health's customers in taking full advantage of our products and services and drive revenue by influencing upgrades or new features to manage and sustain relationships with customers.Internally, the Customer Success Manager ensures the voice of the customer is shared with the Product and Technology teams. To achieve customer satisfaction, retention and growth, the Customer Success Manager will have the following key accountabilities:Stakeholder Relationship ManagementIn developing and maintaining strong and successful customer relationships, the Customer Success Manager will:* Serve as the primary point of contact for assigned customers, ensuring timely responses to inquiries and issues.* Develop and maintain strong, long-term relationships with key stakeholders within the customer's organisation.* Conduct regular check-ins and business reviews to align customer goals with the product offering.Customer Advocacy and SuccessSupporting customers through the process of product utilisation and service enhancement, the Customer Success Manager will:* Identify opportunities for customers to expand their use of the product and upsell additional features or services where appropriate.* Serve as a customer advocate, conveying customer feedback to the product team for potential improvements or features.* Proactively identify issues or risks in the customer lifecycle and work with internal teams to provide solutions.Renewals and RetentionTo proactively monitor, address and resolve customer concerns and metrics, the Customer Success Manager will:* Monitor customer health metrics, such as product usage and engagement, to proactively address any risks to customer satisfaction or retention.* Support the renewal process, ensuring contract renewals are timely and aligned with customer needs.* Collaborate with sales and marketing teams to drive upsell, cross-sell, and renewal opportunities.Issue Resolution and Escalation ManagementTo ensure customers receive accurate support, information, and feel confident in the risk management process, the Customer Success Manager will:* Act as the first point of contact for escalated customer issues and work cross-functionally with support teams to resolve them efficiently.* Ensure customers receive timely and accurate updates on the status of their concerns. About you:Essential:* Minimum of 4 years' experience in a customer facing role of a similar nature. * Demonstrated experience building long term, trusted relationships with external stakeholders * Proven experience in relationship building, building rapport, exploring needs and providing solutions. * Exceptional communication and interpersonal skills, with the ability to build trusted relationships with stakeholders at all levels.* Strong passion for delivering outstanding customer experiences and contributing to client success.Desirable:Previous health / IT industry experience and knowledge highly desirable.Education, Certification, Qualifications:Qualifications: Bachelor's degree in business, marketing, IT, computer science or another related field.Why join Telstra Health: * We believe that flexibility is not a 'perk', it's how we have always worked! We celebrate that flexibility looks different for each of us and support your work-life harmony.* Join us if you find change, a fast-paced environment and even some ambiguity thrilling! Our entrepreneurial spirit and genuine desire to make a difference is one of a kind and the work we do is not only meaningful but also exciting and new!* If you want to join the incredible team that is helping to solve some of the biggest challenges faced by the health and aged care sector today, we are the right place for you!And it doesn't stop there…* Avenues for growth and stepping into other roles.* 30% discount on Telstra services including home broadband and post-paid mobiles.* Free 24/7 professional and confidential support for you and your family through EAP* Employee rewards program that includes discounts on shopping, gym memberships, movie tickets, health insurance and more * Multiple leave options including 16 weeks gender-equal paid parental, family and domestic violence leave, cultural, volunteer, study leave, as well as the option to purchase additional leave.We are passionate about creating an environment that's inclusive and supportive. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those caring for and living with disability to apply.Even if you don't check every box above, we encourage you to apply today or get in touch with us on Recruitment@health.telstra.comApplications will be assessed and shortlisted as they are received so apply today!We are a Circle Back Initiative Employer. We commit to respond to every applicant, and you will hear back from us soon.